My new laptop is getting broken pixels

[AMACE]

What do I do? Will I end up having to sent the laptop back?
Thank you for the help

 

[steaky360]

@AMACE When did this start? Do the pixels stay like that all the time?

 

[AMACE]

It started the second day I got this laptop, its been almost a week since i got this now. It doesn't stay that way, once I refresh the page is okay

 

[AMACE]

Here is the spec:
Chassis & Display
Proteus Series: 15.6" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)
Intel® Core™ i7 Eight Core Processor 10875H (2.3GHz, 5.1GHz Turbo)
Memory (RAM)
16GB Corsair 2666MHz SODIMM DDR4 (2 x 8GB)
Graphics Card
NVIDIA® GeForce® RTX 2060 - 6.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
512GB INTEL® 660p M.2 NVMe PCIe SSD (up to 1500MB/sR | 1000MB/sW)
1st M.2 SSD Drive
512GB INTEL® 660p M.2 NVMe PCIe SSD (up to 1500MB/sR | 1000MB/sW)
Memory Card Reader
Integrated Micro-SD Memory Card Reader
AC Adaptor
1 x Proteus Series 180W AC Adaptor
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Battery
Proteus VII Series Integrated Lithium Ion Battery, 47WH
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
Intel 2 Channel High Definition Audio + MIC/Headphone Jack
Wireless/Wired Networking
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options
3 x USB 3.0 PORTS + 1 x USB 3.1 Type C PORT AS STANDARD
Keyboard Language
PROTEUS SERIES RGB BACKLIT UK KEYBOARD
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
BullGuard™ Internet Security - Free 90 Day License inc. Gamer Mode
Browser
Microsoft® Edge (Windows 10 Only)
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 720P 30 FPS HD WEBCAM
Warranty
3 Year Silver Warranty (1 Year Collect & Return, 1 Year Parts, 3 Year Labour)
Dead Pixel Guarantee
1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery
2 - 3 DAY DELIVERY TO REPUBLIC OF IRELAND
Build Time
Standard Build - Approximately 8 to 10 working days
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

 

[barlew]

You can try uninstalling the GPU drivers with DDU and reinstalling and failing the carry out a fresh install of windows.

You would probably be wasting your time though. If you send that picture to PCS tech support they will tell you to return the laptop for RMA.

I'd place money on that being dead hardware.

 

[steaky360]

Whilst I personally think its more likely to be software rather than hardware (fixes itself when page is refreshed - so figure its like an internet explorer/firefox type issue), I'd agree with @barlew above that contacting PCS is the way to go - essentially if there are dead pixels you're covered so you want to let them know at the earliest opportunity. If its a software issue, the DDU uninstall/reinstall might help however if its hardware it'll need to go back.

 

[ubuysa]

I would immediately uninstall Bullguard. I appreciate that it probably has no connection to your problem but we've seen several strange issues on here that were resolved by removing Bullguard. I no longer trust it at all.

You don't need it in any case, Windows Defender is plenty good enough.

 

[barlew]

Whilst I personally think its more likely to be software rather than hardware (fixes itself when page is refreshed - so figure its like an internet explorer/firefox type issue), I'd agree with @barlew above that contacting PCS is the way to go - essentially if there are dead pixels you're covered so you want to let them know at the earliest opportunity. If its a software issue, the DDU uninstall/reinstall might help however if its hardware it'll need to go back.

I missed the bit about the screen refreshing.

With my old Vortex I had a fault which presented itself exactly like this. PCS called hardware the minute they saw the screenshot and had to replace the mother board 3 times.

Every time I have seen graphical artifacting like that it has always been a hardware fault.

For sure uninstalling with DDU is the place to start though.

 

[AMACE]

i tried nintalling ddu, but then after few days my whole screen is broken by vertical lines. it wont go even when i have refreshed

 

[ubuysa]

i tried nintalling ddu, but then after few days my whole screen is broken by vertical lines. it wont go even when i have refreshed

I would arrange to RMA it then, it looks like a hardware issue I'm afraid.

 

[AMACE]

I have tried contacng them, but they haven't replied yet. Would you know if it would require a lot of time. As I need the laptop for college use and my exams are coming up and everything is online.

 

[Maxime]

I have tried contacng them, but they haven't replied yet. Would you know if it would require a lot of time. As I need the laptop for college use and my exams are coming up and everything is online.

Hi , have you found a solution?

 

[SpyderTracks]

I have tried contacng them, but they haven't replied yet. Would you know if it would require a lot of time. As I need the laptop for college use and my exams are coming up and everything is online.

It may take up to around a month, you don't need to contact them, you can start an RMA through your main PCS account in "My Returns / Request an RMA"

 

[Maxime]

It may take up to around a month, you don't need to contact them, you can start an RMA through your main PCS account in "My Returns / Request an RMA"

I therefore hesitate to buy a Proteus VIII given what happens to him

 

[SpyderTracks]

I therefore hesitate to buy a Proteus VIII given what happens to him

It's nothing to do with the proteus, it's just a dead GPU, happens from time to time, that's why you take out warranty. Same things happen with desktop cards from time to time, 90% of GPU failures happen within the first 3 months or so.

 

[Maxime]

It's nothing to do with the proteus, it's just a dead GPU, happens from time to time, that's why you take out warranty. Same things happen with desktop cards from time to time, 90% of GPU failures happen within the first 3 months or so.

So this issue enter in the warranty of 3 years ? Or I need to take 1 years warranty against broken pixels for be sure ?

 

[SpyderTracks]

So this issue enter in the warranty of 3 years ? Or I need to take 1 years warranty against broken pixels for be sure ?

This isn’t broken pixels, it’s failed GPU. It’s worth taking out dead pixel insurance imho, at least the 3 month one.

 

[Maxime]

This isn’t broken pixels, it’s failed GPU. It’s worth taking out dead pixel insurance imho, at least the 3 month one.

Well I will take the 1 year warranty, for 7 € more😅 I was reluctant to buy this computer because for 1500 € I have an rtx2070, an i7 10785h, 16gb of ram, 1to ssd , I thinked it was a fake dealer , in France we don't know PcSpecialist

 

[SpyderTracks]

Well I will take the 1 year warranty, for 7 € more😅 I was reluctant to buy this computer because for 1500 € I have an rtx2070, an i7 10785h, 16gb of ram, 1to ssd , I thinked it was a fake dealer , in France we don't know PcSpecialist

They're fully legitimate, they've been going for many years now:

PC Specialist Ltd is rated "Excellent" with 4.7 / 5 on Trustpilot

Do you agree with PC Specialist Ltd's TrustScore? Voice your opinion today and hear what 42,647 customers have already said.

uk.trustpilot.com

They're just very good prices. We've got a few French people on the forum buying rigs at the moment.

 

[Maxime]

They're fully legitimate, they've been going for many years now:

PC Specialist Ltd is rated "Excellent" with 4.7 / 5 on Trustpilot

Do you agree with PC Specialist Ltd's TrustScore? Voice your opinion today and hear what 42,647 customers have already said.

uk.trustpilot.com

They're just very good prices. We've got a few French people on the forum buying rigs at the moment.

I will still think a little before ordering then but indeed their product seems reliable even if some sound defective